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Don't Panic



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Troy DuMoulin, VP, Research & Development

Troy is a leading ITIL® IT Governance and Lean IT authority with a solid and rich background in Executive IT Management consulting. Troy holds the ITIL Expert certifications and has extensive experience in leading IT Service Management (ITSM) programs with a regional and global scope.

He is a frequent speaker at IT Management events and is a contributing author to multiple ITSM and Lean IT books, papers and official ITIL publications including ITIL’s Planning To Implement IT Service Management and Continual Service Improvement.


The Guide

"This blog is dedicated to making sense out of the shifting landscape of IT Management. Just when we thought we had a good handle on managing technology, the job we thought we knew is being threatened by strange acronym’s like ITIL, CMMI, COBIT, ect.. Suddenly the rules have changed and we are not sure why. The goal of this blog is to offer an element of sanity and logic to what can appear to be chaos."

Hitch Hiker's Guide to the Galaxy

"In many of the more relaxed civilizations on the Outer Eastern Rim of the Galaxy, the Hitch Hiker’s Guide has already supplanted the great Encyclopedia Galactic as the standard repository of all knowledge and wisdom, for though it has many omissions and contains much that is apocryphal, or at least wildly inaccurate, it scores over the older more pedestrian work in two important respects.

First, it is slightly cheaper: and secondly it has the words DON’T PANIC inscribed in large friendly letters on its cover."
~Douglas Adams


Troy On Twitter

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Tuesday, February 22, 2011

Are You Ready? Do You Get IT?

Mind Blowing Pink Elephant Opening Video

Today was an awesome and powerful first day of the Pink Elephant Service Management Conference.

The mood is electric and the audience is fully engaged with great keynote speakers like Michael Abrashoff and Tim Sanders.

However the I was totally blown away by the opening video that I want to share here on my blog.

Here are my views on Social Media and IT’s Role as a business Enabler and Guardian of Digital Assets.

I also recommend you ready David Ratcliffe’s thoughts on predictions and trends from the Opening Sesion.

I would love to get your thoughts on this video

Troy’s Thoughts What Are Yours

“If content is king, then conversation is queen.” – John Munsell, CEO of Bizzuka

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Monday, February 21, 2011

Practitioner Radio Episode 5 - Release and Deployment

Join Chris Dancy and I as we take a we look at one of the major sources of un-planned downtime Release and Deployment Management.

You may have heard that Change Management is the cause of the majority of production issues. In actual fact the process of Release and Deployment Process responsible for production assurance (ensuring fit for purpose quality of the release) is the true source of most service disruptions and one of the least mature Service Transition processes.

Practitioner Radio (episode 5) from ServiceSphere on Vimeo.

  • Pink Elephant 2011 Conference
  • Release Management and Risk!
  • Release Types
  • Troy’s Blog Release Management Post Mentioned
  • Release is one of the MOST misunderstood processes!
  • Confusion of Release and Change together
  • What is change ACTUALLY about?
  • Release happens IN BETWEEN the change process!
  • What about Cloud computing for Release
  • Release Types, Project, Medium, Minor
  • Release is ensuring things are ready for PRIME TIME!
  • Talking with Customers?
  • Step by Step with Release Management
  • Examples of documentation
  • Release and PRE-PRODCUTION
  • The Release builder / project manager DOESN’T MAKE THE CALL!
  • The day of the RELEASE! (Get your release builder’s resume ready)
  • Change is more like CHANGE control
  • Define the “Customer Environment”
  • Who’s my customer?
  • Mountain Tops with Troy
  • Separation of Duties!

Troy’s Thunder Bolt Tip of The Day

Release and deployment two different parts of the process, release is production assurance, governance that attest it’s ready to go primetime, deployment is after the change approval to promote is the one that packages and pushes to the organization.  Two separate and distinct processes with different goals maybe even roles.

Troy’s Thoughts What About Yours?

The release date is just one day, but the record is forever.
~Bruce Springsteen

To subscribe to Pink’s Podasts on iTunes


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Saturday, February 19, 2011

A Return To The 7 Enablers Of ITSM

Does Your ITSM Program Have the Right Enablers To Succeed?

I am writing this article on the verge of Pink’s 15th Annual IT Service Management Conference at the Bellagio looking at a box of several hundred completed paper survey’s thanks the to persistence of my friend and fellow Pinker George Spalding. The reason I am particularly excited about these completed surveys is that they were filled out by the over two hundred students we have at the pre-conference courses most of whom are in the midst of working on ITSM projects.

The scope and focus of the short survey is designed to take a look at the current state of ITSM projects in order to assess the health meter of what we at Pink refer to as the “7 Enablers of ITSM”. We first conducted this Survey in 2008 as David, George and I travelled around the world delivering a series of Pink Perspective events focused on topics such as Continual Service Improvement (CSI), The release and adoption of ITIL Version 3 and IT Governance. Three years later the world is emerging from the largest global recessions in recent history and we are encouraged to see signs from our customers and at this event that the pendulum of the economy has finally started to swing its way back to recovery.

The question in our minds is what has changed in the past three years? What changes have the passing of time and the recession wrought on your ITSM projects? So looking forward a couple of weeks I will be tabulating and with the help of George doing some analysis on the data to shed some light on how the 7 Enablers are faring in the Spring of 2011.

As a refresher and a basis for what the survey topics covered here is a summary of the 7 Enablers for your interest:

ITSM projects have 7 key enablers that provide the energy and resources to initiate, sustain and realize the promised benefits. Unfortunately for many of the organizations these same 7 enablers when non existent at least at a basic level can quickly turn into limiting constraints and terminal blockages that paralyze; then kill their ITIL programs. Understanding, identifying and eliminating these terminal blockages is a critical success factor for any successful ITSM transformation program.

The following list represents these 7 Critical Enablers:

  1. Leadership: Executive and senior level support and sponsorship
  2. Resources: Access to necessary project and ongoing process resources (time, people, funding)
  3. Knowledge: Your level of information, knowledge and skill related to ITSM
  4. Integrated Tools: Availability of integrated ITSM tools to support process workflow and automation
  5. Ability to Deploy: The organizational capability to deploy new policies, processes and tools across silos
  6. Ability to Effect Behavioural Change: Changing organizational behaviour/culture and ensuring compliance to new practices over the long term
  7. ITSM Program Momentum: Maintaining momentum, priority and funding for the ITSM programs

Consider the analogy of a heart with 7 key valves that pumps the life blood through a healthy ITIL Program. For full health, each enabler needs to be in place to run the marathon and cross the finish line. If one or more of these valves are blocked or partially constrained the reality of bypass surgery may be required to keep the program alive.


The 2008 Survey shed some light on some interesting and unexpected results. Unsurprisingly to biggest challenges organizations faced were related to Organizational Attitude, Behaviour and Culture (ABC). A key reason we have now incorporated ABC exercises into our ITIL Foundation class to support the goal of translating Knowledge into Results.

For a look back at the 2008 Survey and results here is a snapshot of the issues we faced.


For a full copy of the 2008 Survey Report please use this link to our Pink Elephant Resource Center.

Keep an eye on this blog for the interesting results we are sure to see once I have a moment to enter the data and work with George on the analysis.

Troy’s Thoughts What Are Yours?

The improvement of understanding is for two ends: first, our own increase of knowledge; secondly, to enable us to deliver that knowledge to others.”
~John Locke




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